# Cant Open Videos

**URL:** <https://community.topazlabs.com/t/cant-open-videos/105471>\
**Category:** Bugs and Issues\
**Tags:** investigating\
**Created:** [October 18, 2026, 7:30pm UTC](https://community.topazlabs.com/t/cant-open-videos/105471 "2026-10-18T19:30:53Z")\
**Posts on this page:** 2\
**Page:** 1

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**Author:** ![barry.sternberg](https://community.topazlabs.com/letter_avatar_proxy/v4/letter/b/85e7bf/32.png) [@barry.sternberg](https://community.topazlabs.com/u/barry.sternberg)\
**Post date:** [October 18, 2026, 7:30pm UTC](https://community.topazlabs.com/t/cant-open-videos/105471/1 "2026-10-18T19:30:53Z")

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Topaz Video 1.7.1 cannot open any video files on Windows 11. MP4 and MOV files both fail with “Error loading 1 file”. VLC and Windows Media Player open the same files successfully. NVIDIA RTX 5070 drivers are current and HEVC Video Extensions are installed. Log shows:

Failed to open codec through avcodec\_open2()

Could not open reader

Unable to load video

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<div class="post-metadata">

**Author:** ![kyle.topazlabs](https://community.topazlabs.com/user_avatar/community.topazlabs.com/kyle.topazlabs/32/203506_2.png) [@kyle.topazlabs](https://community.topazlabs.com/u/kyle.topazlabs)\
**Post date:** [October 19, 2026, 3:15pm UTC](https://community.topazlabs.com/t/cant-open-videos/105471/2 "2026-10-19T15:15:28Z")

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Try disabling the hardware decode option in the Preferences Panel under the Processing section.

If that does not work, then grab the logs and send to the support team at [help@topazlabs.com](mailto:help@topazlabs.com) for a deeper review.

To gather logs, please select Help \> Logging \> Get Logs for Support and attach the zip file to your reply.

Here is a [video](https://www.loom.com/share/c19e99704b004f6bb55ed5761dac5f22?sid=0a60ec89-5521-4b02-9d68-23ce7dc77e77)to help with the steps of how to collect the logs.